Kaiser Permanente Downtown San Rafael Medical Offices - 3rd Street — Attraction in San Rafael

I tried an appointment with a doctor at the downtown facility for the first time. It was a good experience with the doctors and nurses on the third floor. Even during busy holiday and sick time, everyone I interacted with was friendly, and it went pretty fast and efficient. However, every experience I have had at the pharmacy is a frustrating one. This is just a bad pharmacy. The same main ladies at the front have bad attitudes, tones in their voices and poor customer service. It should not take 30 minutes or longer to wait for a simple prescription. Line out the door, not enough seating, especially for older patrons, waiting a long time, and there’s only one or two ladies working at the front so it’s impossible to check in about your prescription. Yes, it’s the holidays in a very aggressive sick time but people have to work or get back to work and aren’t all retired to be able to sit in a pharmacy waiting for a prescription that long. People literally leaving because they can’t wait any longer. The main complaints are the attitude of the ladies working in the pharmacy and their rude tones. Very disappointing. Much better and easier to drive to the new campus at Los Gamos. Overall, this Kaiser pharmacy really needs to get it’s act together!

Update - the manager of the Kaiser pharmacy gave me a personal phone call after posting my review apologizing, listening to my concerns and also saying he will address the issue of his staff being abrupt. I really appreciated the direct phone call and that they are acknowledging the issue! Good job and...

Pharmacy wait times are long and when a doctor calls down an rx you still have to check in as if you were filling a script on your own. The doctors dont tell you this, this is not a kaiser policy to my knowledge- every other facility Ive visited doesnt have redundant check ins when doctors send info. Typically you see a doc, wait 10 minutes and your name pops up on the screen. 75% of patients that were at the pharmacy when I was had similar problems- ie waiting 30 minutes to find out because they didnt check in AGAIN and need to wait another 20 minutes for it to be filled. Why this system is in place boggles my mind. The excuse was 'the doctors dont know how we work here' and who's fault is that??? Kaiser is supposed to be an integrated system. That's why people join! There are also no large signs or even announcements being made to encourage people waiting to sign in again. I will never use this one again, its worth just going to the other San Rafael location as they treat members like real people. Ask you doctor to send your rx to a different location, at least your perscription will be ready by the time you get there!

The actual doctors and departments are fine and do their jobs well, but...

If I could give 0 stars I would. This is the worst Kaiser facility. I generally avoid this pharmacy at all costs driving out of my way to TL or Los Gamos where they’re fast, efficient, professional, and value customer service. When I do have to use this pharmacy it consistently takes at least 3x longer, they are rude and hostile, never able to apply my medi cal benefits without me telling them and then they have to restart the entire order and make me “take a seat” for 20 minutes whereas at other Kaiser pharmacies I simply show my medi cal card and it takes them one minute on the spot to apply it. The staff is not friendly and be prepared to wait (even if your meds are ready). My rec avoid this pharmacy if you can. Every other Kaiser pharmacy in the area is far superior and what I would hope to expect from my insurance providers- respect, customer care, kindness, and efficiency. I rarely ever write reviews but after five consistent experiences like this at this pharmacy I finally decided to write something. Point of review:...